Create a Zendesk Report for Agent Satisfaction Scores
How can I create a report to determine satisfaction scores for agents in Zendesk?
To create a report for determining satisfaction scores for agents in Zendesk, you'll need to use Zendesk Explore.
Start by clicking the reports icon in Explore, then create a new report using the 'Support - Updates history' dataset. You'll need to create four standard calculated metrics: Good satisfaction tickets, Bad satisfaction tickets, Satisfaction responses, and % Satisfaction score. Once these metrics are set up, add them to your report and configure the display format to show the satisfaction score as a percentage. For more detailed steps, check out the originalZendesk help article.
More related questions
What skill level is required to create a satisfaction score report in Zendesk?
Creating a satisfaction score report in Zendesk requires an advanced skill level. You'll need to be familiar with Zendesk Explore, specifically the Professional or Enterprise versions, and have Editor or Admin permissions. The process involves…
What permissions are needed to create a satisfaction score report in Zendesk Explore?
To create a satisfaction score report in Zendesk Explore, you need Editor or Admin permissions. These permissions allow you to access the necessary datasets and create calculated metrics within Zendesk Explore. If you don't have these permissions,…
How do I add a column for the number of tickets solved in my Zendesk report?
To add a column for the number of tickets solved in your Zendesk report, include the 'Tickets solved' metric with the D_COUNT aggregator. This will allow you to compare the satisfaction responses to the number of tickets solved, providing a more…
Why do my CSAT scores in Explore differ from those on the agent dashboard?
CSAT scores in Explore might differ from those on the agent dashboard because they are based on different time frames. The CSAT scores on the home dashboard in Support are calculated based on when tickets were solved over the past 60 days. To match…
Can I adjust the CSAT score calculation for multiple agents on a single ticket?
Currently, the CSAT score calculation in Zendesk Explore is based on the 'Assignee name' attribute, which may not account for multiple agents working on a single ticket. If you need a more detailed breakdown similar to the 'Agent name' attribute in…
Is the data in the Zendesk satisfaction score report updated in real-time?
The data in the Zendesk satisfaction score report is not updated in real-time. Reports in Zendesk Explore are based on the data available at the time of report generation. While they provide valuable insights, they may not reflect the most current…
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